Business Advisory Analyst - Voice

Accenture in India; Hyderabad; On-site; INR 500,000 - 700,000; Full time

Job summary

Accenture in India in Hyderabad is seeking a Business Advisory Analyst for Next Generation Customer Operations focused on Incident Management. You will manage customer queries, handle escalations, and ensure resolutions within defined SLAs, while supporting a transformation of incident handling into a strategic, value-generating service.

The role requires 3 to 5 years of experience, a graduation in any discipline, and may involve working in rotational shifts as part of a collaborative team

Qualifications

• 3 to 5 years of experience in incident management or related area.
• Graduation in any discipline.

Responsibilities

• Manage and resolve customer queries, handle escalations and complaints within SLA.
• Close faults and complaints within SLAs.
• Transform incident management into a value-generating service.
• Monitor, detect and manage incidents disrupting service; execute appropriate responses.
• Primary skill - Incident Management - P1; Secondary skill - Customer Service - P1.
• Interact with peers within Accenture; limited client interaction possible.
• Role may require rotational shifts.

Skills

Incident Management

Education

Any Graduation

Job description

Skill required:

Next Generation Customer Operations - Incident Management

Designation:

Business Advisory Analyst

Qualifications:

Any Graduation

Years of Experience:

3 to 5 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

• You will be aligned with our Customer Support vertical and help us in managing resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.
• You will also be responsible for closing the fault and complaints within SLA s.
• a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the market
• Monitor, detect and manage any incident or event that disrupts the expected standard operation of a system, service or product within an infrastructure, as well as executing the proper responses to such events. What are we looking for?
• Primary skill - Incident Management - P1
• Secondary skill - Customer Service - P1 Roles and Responsibilities:
• In this role you are required to do analysis and solving of lower-complexity problems.
• Your day to day interaction is with peers within Accenture before updating supervisors.
• In this role you may have limited exposure with clients and or Accenture management.
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments.
• The decisions you make impact your own work and may impact the work of others.
• You will be an individual contributor as a part of a team, with a focused scope of work.
• Please note that this role may require you to work in rotational shifts